Account Development Manager

Overview

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond.  With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.  We fulfill this promise through our employees, who live Our Values every day, the Transcat Way.  Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve.  Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? 

Here’s what Transcat has to offer—

• Work that matters
• A values-based culture where people care about each other and the work they do together
• Flexibility
• Training and development to accelerate learning and career advancement
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!

Position Summary

Our Account Development Managers (ADM), each working out of a designated lab (or region), have a customer service and growth mindset and play a crucial role in driving sustainable organic revenue growth within their assigned lab(s).  ADMs are transforming the way we do business with our customers by focusing on every aspect of customer relationship building to achieve a level of customer intimacy and ease of doing business that results in trust and loyalty.  They are responsible for developing and executing sales strategies to retain and grow existing customers, including by moving current customers into new channels within our End-to-End offerings.

Each ADM will be provided with a lab-based customer list and retention and growth target and is expected to develop and implement strategies to proactively engage with those customers, recognize and act on opportunities to grow our relationship with them, enhance overall customer satisfaction, and identify and address potential attrition risks. This position requires a strong understanding of customer needs, passion for building relationships, an ambitious go-getter mentality, strong interpersonal, analytical and organizational skills, and drive to exceed customer expectations.

ADMs are encouraged to identify new customer growth opportunities but are primarily focused on delivering a best-in-class customer experience and growing revenue with their assigned current customers.

This position will report to the applicable Regional Sales leader.

Responsibilities

Essential Duties and Responsibilities

• Customer Relationship Management, Retention, and Growth—
  • Serve as the primary point of contact for assigned accounts
  • Build strong relationships with assigned customers through methodical, personalized, and consistent customer attention, engagement, and service
  • Address customer concerns/questions promptly and effectively, ensuring customer satisfaction
  • Develop and execute customer retention and growth strategies aligned with company revenue and Service channel sales goals
  • Proactively engage with current customers through face-to-face interactions and personalized communication
  • Analyze customer data to identify risks, trends, and opportunities to expand revenue within current and additional Service channels tracks
  • Understand customer and regional sector needs, opportunities, and pain points to identify opportunities for relationship expansion and revenue and Service track growth
  • Build and maintain strong, long-term relationships with customers to understand their needs and exceed their expectations
• Customer Experience Enhancement—
  • Collaborate with cross-functional teams (e.g., Operations, Customer Service Representatives (CSR), product development, Marketing) to improve the quality of the customer experience and the facilitate ease of doing business
  • Identify and implement initiatives to enhance customer loyalty and satisfaction
  • Gather and analyze customer feedback to inform continuous improvement efforts
• Sales Performance Tracking and Reporting—
  • Record all activities and updates in Salesforce, including performing Salesforce hygiene to ensure accuracy, completeness, and consistency of data, which involves cleaning, updating, and maintaining data to improve its quality and reliability
  • Monitor account performance and identify areas for improvement
  • Share customer needs, opportunities, progress, and pain points with BDM and Lab Manager to ensure that their reports to leadership are timely and accurate
• Team Building—
  • Provide guidance and support to team members
  • Motivate and inspire the team to achieve retention and current customer growth and channel goals
• Travel—
  • Travel to customer locations within the region may be necessary, frequency will be based upon customer need
  • Travel outside the region may be needed for company-wide initiatives and meetings
• Model the Company’s values to influence others to perform in an aligned manner
• Other duties as assigned

Qualifications

Required Knowledge, Skills, and Abilities

• Customer-centric mindset
• Relationship builder
• Team player and collaborator
• Driven to achieve results
• Adaptable/flexible
• Proactive and solution-oriented approach to challenges
• Developed sales skills with particular emphasis on the generation of thorough and accurate customer needs assessments, solution development, and gaining/maintaining customer commitment
• Strong oral and written communicator, with exceptional rapport and relationship-building skills
• Effective negotiating skills
• Ability to sell to multiple levels and constituencies within customer organizations
• Ability to analyze data and draw meaningful insights

Education and Experience

• Associate’s or Bachelor’s degree in business, marketing, or a related field
• 3+ years of successful experience in customer retention and growth, account management, or a related customer-centric role
• Experience with CRM software (e.g., Salesforce) and data analysis tools
• Strong understanding of the company's products and services or proven ability to quickly understand and absorb new technical information
• Experience in a related industry (e.g., telecommunications, SaaS, E-commerce), preferred
• Experience with customer success platforms, preferred
• Project management skills, preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status.  As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

Contingencies

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.